Product Solutions Associate

Reimagine the infrastructure of cancer care within a community that values integrity, inspires growth, and is uniquely positioned to create a more modern, connected oncology ecosystem. 

We’re looking for a Product Solutions Associate to help us accomplish our mission to improve and extend lives by learning from the experience of every person with cancer. Are you ready to be the next changemaker in cancer care?

What You'll Do

In this role, you'll work with the Flatiron Product Solutions Team. The Product Solutions team serves as the first point of contact for our customers, providing support to clinicians and practice administrative staff who encounter workflow problems, software configuration issues, or bugs. 

You’ll support OncoEMR, an industry-leading, cloud-based, oncology-specific electronic health record used by over 4,500 providers across Flatiron's network of approximately 1,000 community-based cancer care locations. 

As the Product Solutions Associate, you will:

• Handle inbound phone calls and emails
• Investigate each issue thoroughly and document details, troubleshooting steps, and resolutions in Salesforce
• Maintain communication with customers via email, phone, or Zoom to provide updates and solutions
• Collaborate cross-functionally with technical support personnel, software engineers, clinical experts, and product managers to resolve complex issues

 As you gain experience, opportunities expand to include:

• Become a subject matter expert and resource for internal teams
• Provide go-live support for new customers
• Serve as the voice of the customer during product feature rollouts
• Lead projects that enhance both team processes and customer experiences

You will work the 9 hour shift listed below (includes a 1 hour break). You will be expected to answer inbound phone calls for up to five hours per day. You may be asked to work company holidays.

• 9:00 AM - 6:00 PM EST

Who You Are

You're a kind, passionate and collaborative problem-solver who values the opportunity to think beyond the way things are. In addition, you understand the impact of clear, empathetic communication, and you have 1-3 years experience in a customer-facing role. 

• You have familiarity with SaaS solutions and/or experience working in a healthcare setting
• You have a proven ability to build customer relationships
• You are capable of working individually and as part of a team
• You are detail oriented and have strong organizational and time management skills
• You have polished written and verbal communication skills and the ability to explain technical topics to non-technical stakeholders, such as healthcare professionals.
• You have a Bachelor’s degree, or commensurate military/work experience

Extra Credit

• You have experience with EMR Systems and terminology
• You have an understanding of common workflows and challenges specific to healthcare professionals
• You have experience using Salesforce, TalkDesk, and/or Atlassian products

Where you’ll work

In this remote position, you have the freedom to choose your preferred work location while aligning your working hours with your team's. For further details on our hybrid work approach and remote work type, please visit the how we work website.

Life at Flatiron 

At Flatiron Health, we offer a full range of benefits to support you and your loved ones so you can focus your working hours on improving cancer care and accelerating cancer research, and your non-working hours on everything else life has to offer: 

• Work/life autonomy via flexible work hours and flexible paid time off
• Comprehensive compensation package
• 401(k) contribution to help you reach your retirement planning goals
• Financial health resources including 1:1 financial advice
• Mental well-being tools and services 
• Parental benefits and policies including family-building care and generous leave
• Path to parenthood programs supporting fertility, adoption and surrogacy
• Travel support for safe healthcare services

In addition to our robust benefit offerings, visit our Life at Flatiron page to learn how we support continuous learning and celebrate inclusion and belonging in the workplace.